Service Desk Analyst II

Essential Job Duties

• Provide technical support via phone, chat, web, email, and in-person for accounts, networking, operating systems, enterprise apps, and supported software.
• Monitor and manage ServiceNow incidents; document troubleshooting, assign tickets, and ensure SLA compliance.
• Communicate status and resolutions directly with customers.
• Leverage AI-powered tools to enhance troubleshooting accuracy and efficiency.
• Follow up with users and resolver groups to ensure timely progress.
• Recommend improvements to knowledge base articles and internal processes.
• Serve as communication relay during major service outages.
• Guide and supervise undergraduate workers at the walk-up desk.
• Use tools such as Splunk, PowerShell, and dashboards to investigate issues.
• Support student hardware/software issues including Duke’s loaner laptop program.
• Process rental equipment checkouts and returns using WebCheckout.
• Participate in meetings, trainings, and service improvement initiatives.
• Perform other related duties as assigned.

Minimum Requirements

• Associate degree in a computer-related field or 2–3 years of relevant IT support experience, or equivalent.
• Strong customer service orientation and professional communication skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Smartphone required for MFA and communication tools.

Preferred Qualifications

• Familiarity with Duke’s IT environment or similar higher-education IT support.
• Experience using ServiceNow or comparable incident management systems.
• Troubleshooting skills for Windows, macOS, and basic Linux/UNIX.
• Understanding of networking, VPN, email clients, calendaring tools, and web technologies.
• Ability to support enterprise services such as Duke Unlock, MFA/DUO, and device management tools.
• Diagnostics skills for hardware and software.
• Understanding of ITIL-based processes.
• Ability to use and adapt to AI tools for troubleshooting and workflow automation.

Other Requirements

• Strong organizational and multitasking abilities.
• Dependable, self-motivated, and adaptable to evolving technologies.
• Ability to supervise undergraduate student workers at the walk-up desk.
• Commitment to documentation standards, SOPs, and security policies.